We are seeking a Salesforce Support Lead to take full ownership of our client support function and the ongoing health of our clients’ Salesforce platforms. This role extends well beyond issue resolution. The successful candidate will be accountable for platform stability, user adoption, and continuous improvement of outcomes across municipal and public-sector Salesforce environments.
The Salesforce Support Lead will act as the senior escalation point for complex Salesforce issues, including configuration, automation, Apex, Flows, integrations, and data integrity. This is a hands-on role that requires sound technical judgment and strong follow-through. Responsibility does not end when work is delegated, it ends when the issue is fully resolved and the client has confidence in the solution.
Municipal domain knowledge matters. Understanding how cities, counties, and public-sector agencies operate. 311, permitting, inspections, public works, licensing, and constituent services directly impacts support quality. Candidates with experience supporting municipal Salesforce implementations will be strongly preferred.
We believe this role will evolve rapidly. Within the first year, the Salesforce Support Lead is expected to help shape a dedicated, revenue-generating support offering. With the right leadership, accountability, and entrepreneurial mindset, the successful candidate will have the opportunity to build and lead a support team, define operating standards, and make autonomous decisions that improve service quality, efficiency, and client value. This role is designed for someone who is comfortable owning outcomes and growing a function.
Core Responsibilities
- Own and resolve complex Salesforce support issues across multiple municipal clients, including Apex and Flow-based solutions.
- Ability to manage tickets, build processes and maintain SLA with customers in a ticket management platform (monday.com, asana or JIRA)
- Serve as the primary escalation point, maintaining end-to-end accountability and clear, steady communication with client stakeholders.
- Build trusted relationships by understanding municipal business processes and motivations of our customers.
- Partner with offshore developers and internal delivery teams to design and execute solutions for more complex requirements.
- Proactively identify recurring issues, adoption gaps, and platform risks, and drive preventative improvements.
Advisory, Sales and Growth Enablement
- Use support interactions and platform data to identify optimization opportunities and under utilized Salesforce capabilities within municipal use cases.
- Translate recurring challenges and usage patterns into data-backed recommendations that support upsell and expansion opportunities.
- Collaborate with Sales and Account Leadership to ensure growth discussions are grounded in operational value and public-sector realities.
Operational Excellence
- Establish and refine support workflows, escalation paths, and case management standards.
- Own support documentation, runbooks, and knowledge assets tailored to municipal implementations.
- Lead root-cause analysis for major incidents and implement corrective and preventative actions.
What Success looks like
- Municipal clients trust your judgment and engage you before issues escalate.
- Support quality, responsiveness, and predictability improve quarter over quarter.
- Fewer repeat issues, stronger adoption across departments, and clearer paths to expansion.
- Sales and Account teams view you as a trusted growth partner, not a ticket manager.
Why join MuniPaaS
- Meaningful Work: Be a part of transforming municipal operations with cutting-edge Salesforce solutions.
- Growth Opportunities: Access training, certifications, and professional development to advance your career.
- Team Culture: Collaborate with a passionate team in a supportive, innovative environment.
- Benefits: Enjoy competitive compensation, healthcare benefits, flexible work options, and a healthy work-life balance.
- Community Impact: Contribute to solutions that empower municipalities to serve their citizens better
Join MuniPaaS in revolutionizing how municipalities leverage Salesforce to create smarter, more efficient operations and deliver better outcomes for their communities.
